Collecting and Monitoring Conversational Analytics

Abstract

I think we have all experienced it before. You are talking to a virtual assistant or typing into a chatbot, and the virtual agent doesn't understand what you mean. It asks you to repeat yourself, it returns a fallback, or worse it gives you the wrong answer! That's a lousy customer experience. When this happens too much, you risk the chance that your visitors are not coming back; "that bot doesn't work.” As a matter of fact, often the chat or voice bot did work, but it was taught to answer different types of questions.